Service Advisor

The Service Advisor greet customers, listen to their description of the problems or service needed, determine the type of service required and prepare repair orders. If a vehicle requires additional repairs not covered in the original order, they estimate the additional cost and telephone the customer for permission to do the work. They also advise customers on other available services.

Automotive Service Advisor - Essential Duties

• Advises customers about necessary service for routine maintenance.
• Helps identify a mechanical problem by questioning the customer or doing a visual inspection or road test.
• Confers with customers about inspection results, recommend corrective procedures and prepare work order for needed repairs.
• Prepares a repair order showing time, cost and labor estimates for service.
• Writes a brief description of the customer’s concern on the repair order to help the technician locate the problem.
• Explains the work performed and the repair order charges to the customer.
• Handles customer complaints.
• Schedules service appointments.
• Obtains customer and vehicle data prior to arrival when possible.
• Greets customers in a timely, friendly manner and obtains vehicle information.
• Test drives the vehicle with customer as needed to confirm the problem or refer to test technician.
• Refers to service history, inspects vehicle, and recommends additional needed service.
• Advises customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers' specifications.
• Provides a complete and accurate written cost estimate for labor and parts.
• Establishes “promised time.” Checks with dispatcher, if necessary.
• Obtains customer's signature on repair order; provides customer with a copy.
• Establishes customer's method of payment. Obtains credit approval, if necessary.
• Notifies dispatcher of incoming work.
• Checks on progress of repair throughout the day. Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed.
• Implements and maintains a service marketing program.
• Reviews repair orders to ensure that work is completed, and additional work and authorization is noted. Closes repair order as appropriate.
• Ensures that vehicles are parked in assigned areas. Makes sure they are locked, and all keys are marked and put away correctly.
• Keeps service department forms, menus and pricing guides up to date.
• Implements a quality control process to eliminate comebacks.
• Maintains high customer satisfaction standards.
• Handles telephone inquiries regarding appointments and work in process.
• Inspects all vehicles for body work, informs customer if work is needed and provides an estimate for body work.
• Maintains a professional appearance.
• Keeps work area clean.
• Other tasks as assigned

Minimum Qualifications:

• High school diploma or equivalent.
• Proven experience in a customer service role, preferably within automotive or retail service environments.
• Basic understanding of vehicle maintenance and repair processes.
• Strong communication and interpersonal skills.
• Proficiency with computer systems and service management software.

Preferred Qualifications:

• Certification or training in automotive service advising or related fields.
• Experience using dealership management systems (DMS) or similar software.
• Knowledge of automotive parts and inventory management.
• Bilingual abilities to serve a diverse customer base.
• Demonstrated ability to handle multiple tasks in a fast-paced environment.

Responsibilities:

• Greet customers promptly and courteously, assessing their service needs and concerns.
• Provide detailed explanations of recommended services, repairs, and associated costs to customers.
• Schedule service appointments and coordinate with technicians to ensure timely completion of work.
• Prepare and process repair orders, ensuring accuracy and completeness of all documentation.
• Maintain clear and consistent communication with customers regarding service status, delays, and completion.
• Manage customer inquiries and resolve any service-related issues or complaints professionally.
• Collaborate with parts and service departments to ensure availability of necessary components.
• Maintain up-to-date knowledge of service promotions, warranties, and industry standards.

Skills:

The Service Advisor utilizes strong communication skills daily to clearly explain technical information and service options to customers, ensuring they understand the value and necessity of recommended work. Organizational skills are essential for managing multiple service appointments, repair orders, and follow-ups efficiently. Problem-solving abilities help in addressing customer concerns and resolving service issues promptly to maintain satisfaction. Proficiency with service management software enables accurate documentation and tracking of service activities, enhancing workflow and reporting. Additionally, interpersonal skills foster trust and rapport with customers and team members, contributing to a positive service environment.